Production Support Specialist
3 weeks ago
The Production Support team at TradeZero is responsible for supporting our trading platform and client services teams. There are multiple roles and specializations within the group. As a Level 2 (L2) Production Support Specialist, you’ll have the exciting opportunity to work in a fast-paced, entrepreneurial environment.
Candidate must be able to work a shift schedule from 10 pm ET - 6 am ET, Monday through Friday, in our office in Bhopal, Madhya Pradesh or Faridabad, Haryana.
What You’ll Do
Act as the escalation lead for support requests raised by our Level 1 (L1) client teams (for TradeZero America, Canada, International, India), reviewing tickets that require additional assistance and escalating for resolution
Improve the quality of knowledge available to our L1 teams, so that they can better assist customers and reduce the need for escalations. This may come in the form of written documentation, knowledge base articles, training sessions, etc.
Track crucial processing jobs to ensure a smooth start-of-day
Monitor system health and performance
Escalate production issues for investigation and resolution
Provide a handover to the next shift
Provide additional support as required by technical teams
Write, review and update technical documentation on our processes and procedures
Actively participate in process improvement to increase efficiency
Continuously contribute towards achieving the company’s strategic and operational objectives
Skills and Experience
Bachelor's Degree in computer science, software engineering or related field
1+ years of total IT experience
1+ years experience in the financial industry
What does it take to be successful in this role?
Experience providing support for clients in a financial services environment
Excellent problem-solving skills and attention to detail
Strong communicator and collaborator
Customer service perspective and delivery mindset
Identifying and advocating for process improvement
Ability to thrive in a fast paced, start-up environment with individuals in dispersed locations
Self-starter, results driven individual with a proven track record
Comfortable with navigating ambiguity and translating it to impactful results
What are some skills to make you stand out?
Experience with trading strategies for securities, options, and trading platforms
Working familiarity with Confluence, Jira, or similar products
Demonstrated flexibility in providing different types of technical support
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